Overview: Update Interaction workflow module (Console)

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This article explains the Update Interaction workflow module in Console

In this article

Overview

The Update Interaction workflow module gives you the ability to quickly and easily modify the data on an existing interaction in a queue. This is useful when you need to add or alter data for an interaction.

The Update Interaction module is very similar to the Create Interaction module in that they both give you the ability to manage fields on an interaction. The key difference is that the Update Interaction module adds or modifies information on existing interactions. 

Note: There’s no limit to the amount of data you can add or modify at once.

Common use cases

Below are some common use cases for using the Update Interaction module.

Breakdown

The Update Interaction module is broken into two sections: 

Below is more information about the configuration settings for this module.

Label

The Label field is where you provide a description for the workflow module. This appears on the workflow module in the workflow editor.

Interaction field (Phone and Messaging section)

Overview

The Interaction Field menu is where you select which field of the interaction you want to change. This menu includes both standard objects and custom objects, so the options in the menu vary. 

Custom objects available in Interactions Field menu

Custom objects will only populate in this menu if they’ve been first created on your account under the Objects workspace. All custom objects created on your account will populate in this list.  

 

If you’re interested in learning more about custom objects, reference the Overview: Custom objects article and the Create an object article. 

Standard objects available in Interactions Field menu
 

Below is a list of the standard objects included in the Interaction field: 

Type menu (Phone and Messaging section)

Overview

The Type menu allows you to select the specific data (i.e. a specific value or database object) that you want changed. 


For example, if you want to display the phone number that the customer called in with, the Interaction Field menu is set to ‘Phone Number’ and the Type and Value menus are set to tell the system to look for the phone number that called the system. To do this, set the Type menu to ‘Source’ (indicating to look for the origin point of the call) and set the Value menu to ‘Phone Number’ (telling the system to look for the phone number that originated the call for the workflow session).


There are options that populate a Database menu or a Value field. 

Type menu options connected to a database object

Type menu options connected to a value

Below are the Type options that automatically populate a Value field, which is the field where you input or select the specific piece of data that Edify looks for in the workflow session to use when updating the interaction. 

Action menu (Status section)

The Action menu gives you the ability to define an event status action to be performed by this module. This means that you’re updating the interaction’s current event status to new one. 


These actions vary widely and can apply to the interaction itself, the workflow session that the interaction is routing through, and more. Updating an interaction’s event status allows for more fine-tuned reporting and/or additional details available to queue users when the interaction waits in the queue amongst other things.

The Action menu options include these actions: